Drive agent engagement and empowerment with real time visibility and gamification

inContact inView™ is a revolutionary, optimization solution engineered by call centers for call centers. inView™ drives successful execution, by aggregating performance data from disparate systems, and acting on the data with proven business improvement processes. inView™ increases accountability and creates a culture of continuous development essential to reaching business objectives. inView™ is a suite of management tools developed to meet the specific needs of front line sales and service activities. By delivering real-time, personalized performance data to every employee on the floor while automating critical managerial activities, inView™ increases efficiency for management, supervisors, and agents.

Customize visibility for all levels of your organization

Create customized dashboards for all levels of your organization including agents, managers, and executives. Easily create detailed summaries for agents and higher-level dashboards, with drill down functionality, for managers and executives.

Track key metrics using dynamic performance modules

Engaging agents can be challenging. By letting agents monitor their own performance with customized dashboards, they’ll understand exactly where to focus their efforts and realize a new level of engagement. They can quickly check a summary of their performance, see trends over time, establish where they rank compared to other agents, and get an instant view into how close they are to earning performance bonuses. Managers also need customized dashboards for getting quick insights into their team’s and individual agents’ performance. inView breaks down and highlights key performance indicators based on set targets so managers can quickly identify problems. Executive dashboards highlight a high-level view of an organization’s performance. Customized alerts and automated interval reports pinpoint great or worrisome metrics that deserve further investigation.

inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. inContact continuously innovates and is the only provider to offer a complete customer interaction platform in the cloud that is flexible, scalable and reliable for enterprise, small business, government and business process outsourcers. inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.